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Salesforce Service Cloud - Robust tool for customer support
What do you like best about the product?
Salesforce Service Cloud has been a game-changer for our customer support team. The ability to track cases, automate workflows, and integrate with other tools (like Slack and Outlook) has saved us so much time. The omnichannel features are awesome—we can handle emails, live chats, and even social media messages all in one place. As its integrated in our support our daily operations are run on this.
What do you dislike about the product?
The biggest downside is how complex it can be. Setting things up the way we wanted took forever, and we had to bring in a consultant to help (which wasn’t cheap).Its little complex than other tools like Zendesk and the pricing is also on higher side. We even struggled for the support unless you buy the premium support plan.
What problems is the product solving and how is that benefiting you?
Before Service Cloud, our support team was drowning in scattered emails, phone calls, and chat messages—no central system, missed follow-ups, and zero visibility into customer history. Now, everything lives in one place. Cases get automatically routed to the right agent, we have full context on past interactions, and we can even track customer sentiment. We achieved benefits like faster customer support and better team collaboration.
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Service Cloud for your support experience
What do you like best about the product?
Easily integrates with the rest of the CRM to provide total account visibility
What do you dislike about the product?
It is an additional cost to survey customers.
What problems is the product solving and how is that benefiting you?
We leverage service cloud for cases, internally and externally.
Service Cloud as Product
What do you like best about the product?
Salesforce Service Cloud is its robust omnichannel support and deep integration with other Salesforce products, making it an excellent tool for delivering consistent, personalized customer service at scale.
Its case management functionality along with AI and Automation (Einstein AI) makes its reliable and best product.
Customer support are easily manageable.
Its case management functionality along with AI and Automation (Einstein AI) makes its reliable and best product.
Customer support are easily manageable.
What do you dislike about the product?
1. Complex Setup and Customization
2.High cost
2.High cost
What problems is the product solving and how is that benefiting you?
1. Customer 360 view
2. Manual and automatic case management resolution
3. omni channel support
4. live agents functionality
5. call center set up for conversation
6. scaling up the operations
2. Manual and automatic case management resolution
3. omni channel support
4. live agents functionality
5. call center set up for conversation
6. scaling up the operations
Salesforce Serive Cloud Amazing if you have the Money!
What do you like best about the product?
Automation, Organization, and Robust Integrations!
What do you dislike about the product?
Price and lack of support, lack of usability
What problems is the product solving and how is that benefiting you?
They have the ability to automate, integrate, and configure almost any system to allow a significant reduction in demand on customer service teams.
The best service CRM in the market
What do you like best about the product?
Capturing customer interest. Assist them as per client first policy.
What do you dislike about the product?
There is not a such a thing to dislike service cloud
What problems is the product solving and how is that benefiting you?
Customer interactions are often spread across multiple systems (emails, phone, social media), leading to incomplete views.
Solution is Service Cloud provides a 360° customer view, integrating data from all touchpoints into a single console.
Solution is Service Cloud provides a 360° customer view, integrating data from all touchpoints into a single console.
Flexible Service Solution for Businesses of All Sizes
What do you like best about the product?
I've implemented Salesforce Service Cloud for a diverse range of clients—spanning small businesses to large enterprises. Its flexibility and ease of use in configuration make it adaptable to different business needs, ensuring successful implementations across various industries. Even for complex setups involving external CTIs and third-party integrations, Service Cloud provides the scalability and tools to achieve seamless customer service operations. The depth of customization, automation, and AI-driven capabilities make it a top choice for organizations looking to enhance their service experience.
What do you dislike about the product?
There’s nothing major to dislike, but implementing complex scenarios often requires deep product knowledge and experience. Trailhead does a great job covering the fundamentals, and Salesforce Customer Support helps when an implementation hits a roadblock, but more in-depth documentation or advanced demos on complex implementations—especially for integrations with external CTIs and custom workflows—would be helpful.
What problems is the product solving and how is that benefiting you?
We use Service Cloud to manage customer cases efficiently. It helps us track and resolve issues while ensuring our support teams respond on time. The ability to access and create knowledge articles directly from cases makes it easier to resolve similar issues in the future. With automated case assignment, SLA tracking, and queue management, everything stays organized, and our support process runs smoothly.
Boost management and possibilities with a customer-centric focus.
What do you like best about the product?
The ability to adapt to each business while guiding you toward excellence through best practices.
What do you dislike about the product?
It requires a lot of study and dedication, especially if you’re adopting it without much prior knowledge.
What problems is the product solving and how is that benefiting you?
Data integration and Omni Channel. The consolidation and unification of applications for support translates into efficiency and speed.
The case for case!
What do you like best about the product?
I genuinely think hands down the best feature and in Service is the many different uses for the Case object and the automations around case. With how extensible case is for almost any need especially within a service context I think it is far and away something that can be use in many different ways in the same Org and is flexible enough to do it well.
What do you dislike about the product?
I think the way that lightning knowledge was implemented is kind of confusing especially for new users and it could take another pass to make it easier to understand.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us address gaps in our knowledge articles by giving users the ability to ask questions that can be turned into Knowledge.
Optimizing Service Teams & Customer Experience with Service Cloud
What do you like best about the product?
As a consultant working with various organizations to enhance their customer service operations, I’ve found Salesforce Service Cloud to be one of the most effective solutions for driving efficiency and alignment within support teams.
Service Cloud provides a centralized platform where agents can access a 360-degree view of customers, ensuring seamless and personalized interactions. Intelligent case management, AI-driven automation, and omnichannel support significantly reduce resolution times while improving agent productivity.
From an operational standpoint, the platform’s flexibility allows businesses to customize workflows, integrate knowledge bases, and leverage real-time analytics for continuous improvement. More importantly, it aligns service teams by breaking down silos, ensuring collaboration between departments, and enabling proactive customer support.
For organizations looking to enhance their customer service strategy while empowering agents with the right tools, Salesforce Service Cloud is a best-in-class solution that delivers measurable results. Highly recommended!
Service Cloud provides a centralized platform where agents can access a 360-degree view of customers, ensuring seamless and personalized interactions. Intelligent case management, AI-driven automation, and omnichannel support significantly reduce resolution times while improving agent productivity.
From an operational standpoint, the platform’s flexibility allows businesses to customize workflows, integrate knowledge bases, and leverage real-time analytics for continuous improvement. More importantly, it aligns service teams by breaking down silos, ensuring collaboration between departments, and enabling proactive customer support.
For organizations looking to enhance their customer service strategy while empowering agents with the right tools, Salesforce Service Cloud is a best-in-class solution that delivers measurable results. Highly recommended!
What do you dislike about the product?
The consumption based pricing for Agents. It's impossible to budget for.
What problems is the product solving and how is that benefiting you?
Case routing helps customers to make sure that they are getting the right people on the case. It allows a more seamless workflow without as much need for escalation.
A holistic CRM
What do you like best about the product?
Salesforce Service Cloud has always been a leader in CRM and service management and now it's even better with the amazing Agentforce capabilities.
What do you dislike about the product?
The cost of ownership is a cons due to the price of its license.
What problems is the product solving and how is that benefiting you?
As a product consultant, my clients are greatly benefiting from the integration of client information, historical engagements, and omnichannel capabilities. This addition is significantly enhancing their business operations.
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